Tickets vs Ticket Updates Datasets yield different results for solved tickets

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3 Comentarios

  • Marie-Cathrine Sørensen
    Community Moderator

    Hi Farhan,

    Solved tickets in the Ticket dataset displays tickets with the status solved or closed where Solved tickets in the Ticket updates dataset looks at the event of solving tickets (update where the status changed to solved or closed). Therefore the numbers differ.

    #helpsome regards,
    Marie-Cathrine Sørensen
    Business Intelligence Specialist & Junior Developer @ helphouse.io

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  • Farhan Virji

    Hi Marie-Catherine,

    That makes sense, however, in what scenario would the counts be different if i'm looking at a specific time period?  For example, if I look at the last 30 days, the Tickets data set should show me all of the tickets that had its status changed to Solved in that last 30 days, whereas the Ticket Updates data set should show me all of the events where the ticket was solved. 

    In my case, the Ticket Updates is almost 30% lower than the Tickets data set, and I can't figure out why.

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  • Marie-Cathrine Sørensen
    Community Moderator

    If you have tickets that are solved by triggers, automations, or end-users, they will not be counted in the Solved ticket in the Agent updates tab as that one also only looks at updates where the role of the updater is either Admin or Agent in addition to looking at the event instead of status. I don't know if this could be the case for you?

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